What does Average Speed to Answer (ASA) measure in a support center?

Average Speed to Answer (ASA) is a crucial metric in a support center as it specifically measures the time that elapses from when a customer initiates a call until the moment an analyst answers it. This metric reflects the efficiency and responsiveness of the support team in handling incoming calls. A lower ASA indicates that customers are being attended to quickly, enhancing the overall customer experience by minimizing wait times.

The other options do not accurately capture this specific aspect of call handling. For instance, the time it takes for a customer to disconnect the call is unrelated to the responsiveness of the support team. Similarly, the duration of a customer's hold time measures how long they wait before being answered but does not account for the actual time it takes for the analyst to pick up the call. Lastly, average call duration is focused on how long calls last rather than the speed at which they are answered, which is a different aspect of call center performance. Thus, option B is the correct interpretation of what ASA measures.